The Accomodation

Industry

Accomodation HistoryAccomodation History

Horse stables & Horse stables & InnsInns

RailroadsRailroads Westin HalifaxWestin Halifax

MotelsMotels AirportsAirports ResortsResorts All-Suite HotelsAll-Suite Hotels

Types of Accomodation Ownership

Individual Ownership The Haliburton

Advantages

•Owner has full control over policies and operating procedures

•Can reach out to customers by developing their own websites and online reservations

Disadvantages

• If income is not strong, quality can go down

• Does not have the adventage of a national advertising and reservation system

Types of Accomodation Ownership

Company Chains Four Seasons

Each company operates more than one property, but each property reports to central headquarters.Each hotel in a chain remains somewhat independent ny reflecting the local culture of the region or country where they are located.

Types of Accomodation Types of Accomodation OwnershipOwnership

FranchisesFranchises Holiday InnHoliday Inn

Advantages

•Recognized name•Advertsing & Reservation system•Cheaper financing•Professional Management Assistance•Cheaper supplies•Cheaper training•Familiar decor

Disadvantages

•High frachise fees•Monthly fees (% of grose income)•No flexibility regarding policies•Affect of other owners on reputation•Franchiser can buy back the frachise

The franchise relationship consists of the franchiser (brand name company), and the franchisee (property owner).

Organization and FunctionOrganization and Function

« Front of House »« Front of House » Front office, food & beverage, Front office, food & beverage,

housekeeping and customer servicehousekeeping and customer service

« Back of the House »« Back of the House » Administration, accounting, sales, Administration, accounting, sales,

engineering, securityengineering, security

Classifications with the Classifications with the Accomodation SectorAccomodation Sector

Single occupancySingle occupancy One person staying in room, no matter how One person staying in room, no matter how

many bedsmany beds

TwinTwin Room with two twin bedsRoom with two twin beds

Double occupancyDouble occupancy Two people staying in one roomTwo people staying in one room

Classifications with the Classifications with the Accomodation SectorAccomodation Sector

SuiteSuite Two or more rooms combined – one set up as a Two or more rooms combined – one set up as a

living roomliving room Hospitality suiteHospitality suite

Room that has a bar and a sitting area, used Room that has a bar and a sitting area, used for informal meetingsfor informal meetings

Rack rateRack rate Standard daily rateStandard daily rate

Run-of-the-house rateRun-of-the-house rate Discount rate for block bookings (Weddings, Discount rate for block bookings (Weddings,

conferences etc.)conferences etc.)

The level of serviceThe level of service

Budget Hotels – Designed to provide clean, safe, low-cost rooms. Offer very few services and may not have in-house food service Comfort Inn

Midscale Hotels – Have a coffee shop on premises, may have a swimming pool and may provide airport service Ramada Hotel

The level of serviceThe level of service

Upscale Hotels – Far more service oriented. Provide room service, a concierge desk, a dining room and lounge area, pool and exercise area, and a gift shop. Sheraton

Luxury Property – Takes service to a higher level. Located in a prestigious area, their lobby is often lrge, spectacular (waterfall or indoor garden), with elegant furniture and lighting. Cater to travelers who can afford to be pampered. Four Seasons

Length of StayLength of Stay

Transient GuestsTransient Guests Short staysShort stays Most HotelsMost Hotels

Residential GuestsResidential Guests Long term stays (up to and over a year)Long term stays (up to and over a year) Midscale & UpscaleMidscale & Upscale

Other Classifictions of Other Classifictions of AccomodationsAccomodations

Motel and Motor HotelMotel and Motor Hotel Resort HotelResort Hotel Country InnCountry Inn Guest HomeGuest Home Bed & BreakfastBed & Breakfast Cottages/CabinsCottages/Cabins SpasSpas CampgroundsCampgrounds HostelsHostels Time-share condominiumsTime-share condominiums

Canada Select Rating Canada Select Rating CategoriesCategories

* clean and comfortable accommodations

** clean, comfortable accommodations with some amenities

*** very comfortable accommodations with a greater range of facilities, guest amenities, and services

**** the highest standard of accommodations with an extensive range of facilities, guest amenities, and services.

***** exceptional properties that are among the best in the country in terms of their outstanding facilities, guest services, and quality provided

Meal PlansMeal Plans European Plan (EP) room only with no meals

Continental Plan (CP) room rate that includes a continental breakfast

Bermuda Plan (BP) room rate that includes a full American breakfast

American Plan (AP) rate that includes three full meals (breakfast, lunch, dinner)

Modified American Plan (MAP) rate that includes two meals, usually breakfast and dinner

Accomodation Industry:Accomodation Industry: Categories of workers Categories of workers

Front Desk and Guest ServicesFront Desk and Guest Services Often most visible and likely first personal Often most visible and likely first personal

contact for guestscontact for guests AdministrationAdministration

All aspects of operation. Management, HR, All aspects of operation. Management, HR, Fiances, Sales & MarketingFiances, Sales & Marketing

Housekeeping & MaintenanceHousekeeping & Maintenance Little direct contact with guests, but have Little direct contact with guests, but have

significant impact on guest satisfactionsignificant impact on guest satisfaction

Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions

Front Desk AgentFront Desk Agent

• Makes room reservations and receives payment for services such as accomodation, room service and restaurant meals.

• Responds to guest complaints

• Answers inquiries regarding hotel services

• Guest check-in and check-out

Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions

Housekeeping Room attendantHousekeeping Room attendant

• Stocks and sorts supplies in linen closets and on housekeeper’s carts

• Vacuums, cleans, dusts, polishes guests’ rooms, makes beds, removes and replaces used towels and toiletries

• Ensures the security of guest rooms and the provacy of guests

Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions

Executive HousekeeperExecutive Housekeeper

• Establishes and/or implements operating procedures and stndards

• Plans and co-ordinates the activities of housekeeping supervisors and their crews

• Co-ordinates inspections or inspects assigned areas to ensure standards are met

• Applies HR skills such as hiring, training and performance evaluation

• Creates and adhers to budgets and other administrative tasks

Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions

ConsiergeConsierge Serves the needs of the guests: obtaining event Serves the needs of the guests: obtaining event

tickets, recommending restaurants, assisting tickets, recommending restaurants, assisting with transportation; and many other services with transportation; and many other services of similar natureof similar nature

Guest Service AttendantGuest Service AttendantProvides services at the main door and in the Provides services at the main door and in the lobby. Handles and stores luggge and provides lobby. Handles and stores luggge and provides valet parking. Assists to other departments valet parking. Assists to other departments such as housekeeping, front desk, security etc.such as housekeeping, front desk, security etc.

Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions

Director of Sales and MarketingProvides leadership, manages staff and has a positive attitude. Manages operations and finances, has marketing skills and excellent communication skills

Sales Representative Promotes products or services and identifies and

solicits new clients. Prepares sales reports and tracks activities, estimates or quotes prices, credit terms, warranties and delivery dates. Prepares sales contracts, processes orders and makes delivery arrangements.

Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions

Accommodations Service Manager/Front Office Manager

Participates in developing, implementing, and evaluating policies and procedures for the operation of the hotel. Prepares budgets and monitors revenues and expenses. Participates in the development of pricing and promotional strategies. Negotiates with suppliers and clients for the use of the facility for functions. Recruits and supervises staff, trains, sets schedules and resolves customer complaints

Motivations, Needs, and Expectations (MNEs): For Accommodations

Motivations: Basic reason why people stay in hotels and motels

Needs: What clients look for in a hotel or motel

Expectations: Minimum standard of facilities and services that guests expect in the establishment